What are the responsibilities and job description for the Customer Service Representative - Kendall Electric position at The Kendall Group?
Customer Service Representative
About Kendall Group
Kendall Electric, a division of The Kendall Group seeks a talented, creative, self-motivated individual for the Customer Service Representative position. The Kendall Group is comprised of seven divisions with 75 locations in eleven states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fittings products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.
Why The Kendall Group?
Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you’ll have opportunities to learn and grow while being coached and mentored along the way. We’re that company where people stay! We’re proud to say that more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you’ll work alongside incredible people who care about your success.
Role Summary:
Reporting to the Inside Sales Manager, Location Manager or Territory Manager, the Customer Service Representative shall manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. The person in this role maintains positive relationships with customers by providing excellent customer service.
Exciting work you will do:
The essential duties and responsibilities of the Customer Service Representative position will consist of, but are not limited to, the following:
- Maintain a positive, empathetic, and professional attitude toward customers
- Respond promptly to customer inquiries
- Communicate with customers and vendors through various channels
- Acknowledge and resolving customer complaints
- Acquire basic product knowledge to assist customers and vendors
- Participate in sales and product training sessions
- Process quotes in business system
- Provide vendor portal assistance to customers
- Maintain records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues, as necessary
- Perform other duties and projects as assigned
Competencies you possess:
- Service Excellence
- Results, Action Oriented
- Accountability and Responsibility
- Problem Solving
- Teamwork and collaboration
What you’ll need:
- Work Experience: Entry Level
- Education: High school diploma or GED
- Computer Skills: Proficiency in Microsoft Office
- Organization Skills: Excellent work ethic, good verbal, and written communication skill
- Cross-functional skills: Ability to work well cross-functionally and manage multiple requests in a fast-paced environment
- Communication Skills: Ability to communicate well with all levels of the organization; provide excellent internal and external customer service
- Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.
- Ability to see, talk and hear
- Ability to sit for 8 hours a day
- Physical Environment: Normal office environment
- Travel: Occasional travel to branches or to business related functions such as training or seminars
Qualifications we prefer but don’t require:
- Work Experience: Previous customer service, preferably with a related product line; experience interfacing or supporting a direct sales force
The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state or local law.
